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One-way hearing VVX 600 call from local perimeter to external user Skype for business 2019 over EDGE

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Occasional Contributor

One-way hearing VVX 600 call from local perimeter to external user Skype for business 2019 over EDGE

Our company has deployed a Skype for Business Server 2019 Enterprise with EDGE access pool. Some employees switched to remote work from home now. There is a problem with the telephone VVX600 (5.9.6.2327). When calling from a local network from a telephone VVX600 set to an external user, one-way audibility appears. The remote party sees the call, the application window opens and the message is connected. Time goes by but the connection is not established. The subscriber hears nothing. At this point, the caller can hear the far end. When you call back from outside to inside, the call goes through, but there is about 3-4 seconds of delay before full connection. Internal calls pass normally between employees on VVX. When calling from a simple USB headset without a vvx600 from inside to outside, everyone is fine too. Problem with VVX 600 only.

Any ideas?

Thanks!

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: One-way hearing VVX 600 call from local perimeter to external user Skype for business 2019 over

Hello @burangulov.rm ,

 

Welcome back to the Poly Community.

Does the PC connect via a VPN compared to the phones that most likely will connect via the Internet?

 

In order to try and self diagnose please have a look here:

 

Jan 17, 2017 Question: How can I troubleshoot simple Skype for Business, Office365 or Teams issues?

Resolution: Have a look => here <=

 

The above has some examples and posting logs may enable some fo the volunteers in the community to try and help you.

 

If this all fails official support would be via your Poly reseller.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
Highlighted
Occasional Contributor

Re: One-way hearing VVX 600 call from local perimeter to external user Skype for business 2019 over

Hi,

The PC and phone at the far end (outside the perimeter) do not use VPN.

Message 3 of 4
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Polycom Employee & Community Manager

Re: One-way hearing VVX 600 call from local perimeter to external user Skype for business 2019 over

Hello @burangulov.rm 

 

please follow up as advised.

 

Best regards

 

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4